How to pitch a QA dept.

[aalvarez79]

I work for a staffing firm that does call center work for a major service provider. Currently we supervisors are the only internal employees that evaluate for QA purposess. Our client does evaluate us but it's "only" a KPI. Quality isn't a financal impacting issue with us. Both we and the client understand the importance of quality. I have been tasked with pitching a QA dept to the managment team and need help with the justification of such. Any insight would be greatly appriciated.

[Les Hyde]

There are numerous reasons to build a QA department. Three big reasons are:

1. Customer retention and loyalty – The monitoring should improve the overall customer experience. Specifically, how many of the QA checklist items really improve the customer experience vs. checklist items on your quality score sheet?


2. Reducing costs through efficiency gained through call monitoring – Call monitoring should provide ready examples of call handling efficiency’s in both average talk time as well as identifying broken transaction processes.

3. Agent performance management – Does your QA program drive improvement in agent behaviors? Does the monitoring identify a gap in your training program? Is this behavior driving a poor client experience or increasing the talk time?

There are some great opportunities that you can model and build a business case to justify a QA department, especially if you consider all of these items and address with logic and financial points of view. If you have conduct customer satisfaction surveys you have a good baseline for improvements as well.

[anagram100]

There might also be a reason for compliance regulations to make sure products are not being mis-sold.